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Evidently Fear is Not a Factor For You


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Presentation on how organizations can be more customer focused by integrating IT service management/ITIL solutions.

Published in: Technology, Business
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Evidently Fear is Not a Factor For You

  1. 1. “ Evidently Fear is Not a Factor For You” Maybe it should be… Align with the Business or be Outsourced itSMF Conference September 20, 2005
  2. 2. Tydak and ITSM <ul><li>Today’s Session – Lessons Learned </li></ul><ul><ul><li>Customer Focused Service </li></ul></ul><ul><ul><li>ITSM Value </li></ul></ul><ul><ul><li>IT Service Support & Delivery </li></ul></ul><ul><ul><li>Promoting IT to Organization </li></ul></ul><ul><ul><li>ITSM/ITIL Success Story </li></ul></ul><ul><ul><li>Q & A </li></ul></ul>
  3. 3. Customer Service <ul><li>IT as Service Provider </li></ul><ul><li>Customer Focused </li></ul><ul><li>Support Services & Delivery </li></ul><ul><li>Value to Organization </li></ul><ul><li>ITIL </li></ul>
  4. 4. <ul><ul><li>Customer Service </li></ul></ul><ul><ul><li>is not a department… </li></ul></ul><ul><ul><li>it’s an attitude. </li></ul></ul>
  5. 5. Poor Service <ul><li>Recognize it at Your Shop </li></ul><ul><ul><li>Low Call Volume at Service Desk </li></ul></ul><ul><ul><li>“ Hey Joe” Preferred Method </li></ul></ul><ul><li>How To Fix It </li></ul><ul><ul><li>One Company’s Success Story </li></ul></ul>
  6. 6. ITSM/ITIL Implementation <ul><li>Background </li></ul><ul><ul><li>Escrow Company </li></ul></ul><ul><ul><li>IT Department with Poor Reputation in Co. </li></ul></ul><ul><ul><li>Application Development - Outsourced </li></ul></ul><ul><ul><li>At Risk for Outsourcing Services </li></ul></ul><ul><ul><li>Camp Chaos Atmosphere </li></ul></ul><ul><ul><li>Under-Performing IT Staff </li></ul></ul><ul><ul><li>No Career Path w/in IT </li></ul></ul><ul><ul><li>Operating on Day-to-Day Tactical Basis </li></ul></ul>
  7. 7. Camp Chaos - Operations
  8. 8. ITSM/ITIL - Solution <ul><li>Recognize Need for Change – Get Help! </li></ul><ul><li>GAP Analysis </li></ul><ul><li>Findings & Recommendation </li></ul><ul><li>Road Map </li></ul><ul><li>Benchmark Current Delivery </li></ul><ul><li>Evaluate Resources </li></ul>
  9. 9. ITSM/ITIL - Recommendations <ul><li>Define Repeatable Processes </li></ul><ul><li>Identify Customer </li></ul><ul><li>Identify Long Term Goals </li></ul><ul><ul><li>Appreciated by Business </li></ul></ul><ul><ul><li>Thought of as Valuable Contributor </li></ul></ul><ul><ul><li>Reduce Operational Costs </li></ul></ul><ul><ul><li>Establish Repeatable Processes </li></ul></ul><ul><li>Use ITIL for Framework on Procedures </li></ul>
  10. 10. How Did We Do It? <ul><li>Communication </li></ul><ul><li>Repeatable Process </li></ul><ul><li>Continuous Improvement Program </li></ul><ul><li>Well Defined Roles/Responsibility </li></ul><ul><li>Reorganization of Department </li></ul><ul><li>Documentation, Documentation, Documentation </li></ul><ul><li>ITIL Training/Implementation </li></ul><ul><li>On-Going Staff Development </li></ul>
  11. 11. Regarding Service Level Agreements….. <ul><ul><li>I know what they need </li></ul></ul><ul><ul><li>Don’t bother to ask them – we know best </li></ul></ul>
  12. 12. Communication <ul><li>Introduced IT to Business </li></ul><ul><li>“ Walk A Mile in My Shoes” Program </li></ul><ul><li>Customer Focus Training </li></ul><ul><li>Service Level Agreements </li></ul><ul><li>Monthly Reporting to Business </li></ul><ul><li>Metrics to Measure IT’s Success </li></ul><ul><li>Manage Expectations </li></ul>
  13. 13. Repeatable Processes <ul><li>Repeatable Processes </li></ul><ul><li>ITIL Framework </li></ul><ul><li>Defined Policies and Procedures for all Areas of IT </li></ul><ul><ul><li>Site Openings/Closings </li></ul></ul><ul><ul><li>Service Desk </li></ul></ul><ul><li>Worked with Business to Establish Deliverables </li></ul><ul><li>New Hire </li></ul>
  14. 14. Continuous Improvement Plan <ul><li>Specific Training for Staff </li></ul><ul><li>“ Make Busy” for Service Desk Analysts </li></ul><ul><li>Weekly, Monthly Metrics to Evaluate Success </li></ul><ul><li>Compare Against SLAs </li></ul><ul><li>Adjust Deliverables and SLAs as Appropriate </li></ul><ul><li>Review Board </li></ul>
  15. 15. Roles and Responsibilities <ul><li>Evaluate Current Staff </li></ul><ul><li>Align to Defined Roles </li></ul><ul><li>Adjust to Get Right Persons on Bus </li></ul><ul><li>Are They in the Right Seat </li></ul><ul><li>Reorganization of Department </li></ul>
  16. 16. ITSM/ITIL Other Changes <ul><li>Documentation </li></ul><ul><ul><li>Project </li></ul></ul><ul><ul><li>Status </li></ul></ul><ul><ul><li>Known Errors </li></ul></ul><ul><ul><li>Ticket Tracking </li></ul></ul><ul><ul><li>Knowledge Database </li></ul></ul><ul><li>Training </li></ul><ul><li>Stretching Staff to Reach New Goals </li></ul>
  17. 17. ITIL Components Implemented <ul><li>Incident Management </li></ul><ul><li>Problem Management </li></ul><ul><li>Service Desk </li></ul><ul><li>Service Level Management </li></ul><ul><li>Change Management </li></ul><ul><li>Release Management </li></ul>
  18. 18. ITIL Components Pending <ul><li>Configuration Management </li></ul><ul><li>Service Level Management v2 </li></ul><ul><li>Availability Management </li></ul><ul><li>Capacity Management </li></ul><ul><li>IT Service Continuity Management </li></ul>
  19. 19. ITSM with ITIL - Operations
  20. 20. ITSM/ITIL Results <ul><li>Involved in Acquisition Decisions Upfront </li></ul><ul><li>Newly Acquired Companies are Rolled Into Escrow’s Network for Support </li></ul><ul><li>Considered Model for So. California </li></ul><ul><li>Implemented AD Migration/Exchange Upgrade </li></ul><ul><li>Parent Co. Looked to Escrow for Standards </li></ul><ul><li>Passed SOx with Flying Colors </li></ul>
  21. 21. By The Numbers <ul><li>15 Persons in Information Technology </li></ul><ul><li>Supporting 800+ Employees/40 Branches </li></ul><ul><li>Improved Service Rating 4 pts to 7 of 10 </li></ul><ul><li>Increased Budget by 10% </li></ul><ul><li>Reduced Calls to Service Desk by 15% </li></ul><ul><li>Increased First Call Resolution to 80% </li></ul><ul><li>Promoted Two Service Desk Reps. to Level 2 </li></ul>
  22. 22. What Would You Do? <ul><li>Problem – </li></ul><ul><ul><li>Business Does NOT Read Email </li></ul></ul><ul><ul><li>Does NOT Read Flash Messages </li></ul></ul><ul><ul><li>Complains When Changes Impact Work </li></ul></ul><ul><ul><li>Are Caught off Guard to Changes </li></ul></ul><ul><ul><li>Take NO Responsibility in Lack of Knowledge </li></ul></ul>
  23. 23. ITSM/ITIL Implementation <ul><li>In Summary </li></ul><ul><ul><li>GAP Analysis (Findings/Recommendations) </li></ul></ul><ul><ul><li>Important to Your Company </li></ul></ul><ul><ul><li>Prioritize ITIL Components </li></ul></ul><ul><ul><ul><li>Importance to Your Company </li></ul></ul></ul><ul><ul><ul><li>Ability to Implement Successfully </li></ul></ul></ul><ul><ul><ul><li>Potential for Quick Fix </li></ul></ul></ul><ul><ul><li>Gain Management Support </li></ul></ul><ul><ul><li>Communicate Inside and Out of IT </li></ul></ul><ul><ul><li>Get Started! </li></ul></ul>
  24. 24. <ul><ul><li>Ensure that you offer your customers the products and services they want. </li></ul></ul>
  25. 25. “ Evidently Fear is Not a Factor For You” Maybe it Should be… Align with the Business or be Outsourced
  26. 26. Thank You! Patricia Bramhall Tydak Consulting Services, LLC [email_address]